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Dispatch Supervisor
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**Regal Security Inc.**
Dispatch Supervisor
Scheduling Department
Position Type: Full Time or Part Time
Hours of Work: Up to 44 hours a week
**Overview**:
The purpose of the Dispatch Supervisor is to be the point of contact for Regal Security Inc.
during the evening and overnight hours and support the immediate needs of the business for
client services, employee services and immediate scheduling/staffing needs as required. The
role will also require some scheduling and operational administration duties.
Core Duties and Responsibilities:
➔ Be the first point of contact for all inbound calls into Regal Security Inc. during the
after-hours times assigned, provide appropriate resolutions for all situations
➔ Provide support to Senior Scheduling Supervisors in ensuring shifts are covered
and delegated responsibilities are met
➔ Escalate all required calls to required Regal Security Inc. representatives as per
protocols;
➔ Dispatch Security Mobile Supervisor to any specific emergency calls or required
sites that need assistance per protocol
➔ Ensure call monitor is updated at all times
➔ Prior to end of shift coordinate any outstanding shifts and or duty requirements
with the incoming shift personnel per protocol
➔ Redirect employees/ clients etc to appropriate Senior Scheduling Supervisor/
Manager or interior department as required
➔ Monitor scheduling system and ensure all guards are on duty and accounted for
and all open shifts are covered up until 11:00 am the following day
➔ Receive and process after-hours scheduling requests from employees (absences,
personal emergencies)
➔ Review and action arbitrations
➔ Monitor employee activity and ensure all staff are on duty and alert via check calls
or patrol monitoring; Complete staff wellness check calls as required for sites;
➔ Review completed shifts and ensure shifts are properly checked per payroll and
invoicing policy (Arbitrations)
➔ Perform administrative duties as required for reporting, payroll, invoicing, etc.
➔ Other duties as assigned
**Expectations for Experience and Qualifications for role**:
➔ Ability to work independently
➔ Schedule will require the ability to work mainly evenings, overnights, weekends and
holidays;
➔ Proficiency and comfort in using computer systems;
➔ Demonstrated ability to communicate effectively both verbally and in writing;
➔ Previous experience as a security operations dispatcher or workforce scheduling roles
will be an asset;
➔ Has been successful in an environment where strong customer service is critical to
achieving the organization's objective.
➔ Demonstrated positive communication skills to handle difficult phone calls;
➔ Ability to communicate in both verbal and written English communication to all persons
clearly and accurately in a high volume call environment;
➔ Solution-oriented and able to problem solve outside of regular protocols when required;
VOIP phone system
➔ Able to write detailed reports and document occurrences accurately
